Issuers and Visa Account Managers struggled to use the legacy system to efficiently manage ATM related information as it was complex and lacked a support system. A new user-friendly platform was needed to help Issuers and Account Managers manage ATM data effectively.
We adopted a user-centered and iterative design approach, aligning our design decisions with business requirements and the needs and behaviors of developed personas. Based on research insights, we set out to design a new system that would
- Streamline the management of ATM related information
- Minimize training efforts required for onboarding new users
- Simplify the process of requesting and providing support
Design & Solution Highlights
An end-to-end product experience that modernizes the management of ATM related information.
Streamlined data management
We redesigned the management workflows to provide alternative methods to maintain ATM related information, enabling users to quickly get to that information.
Through concise and straightforward UX copywriting, interactive patterns, and user interface, we designed the new platform to provide better contextual information and feedback to users, reducing overall training efforts.
We introduced a new in-app support module to the platform so that the users could easily request and receive support without having to leaving the platform. Additionally, a new FAQ authoring feature was built-in to help system admins create documentation addressing common challenges.
Based on accessibility personas and WCAG standards, we adopted best practices for accessible visual and interaction design and prepared design work for development with detailed annotations and documentation.
“We often task Tacpoint to design innovative experiences ... able to push us on our own design thinking and innovation to move us forward.”